The Effect of Service Process on Guests Encounter Satisfaction at Three-Star Hotels (original) (raw)
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SERVICE QUALITY AND GUESTS BEHAVIOURAL INTENTIONS A STUDY IN THE KODAIKANAL STAR HOTELS-2
The purpose of this paper is to identify the best predictor among the dimensions of service quality in the Kodaikanal Star Hotels as perceived by the guests in terms of perceived value, guest's overall satisfaction and behavioural intention. The study reviews a proposed model of service quality and its relationship with perceived value, guest's satisfaction and behavioural intention. Service quality is positively related to perceived value and guest's overall satisfaction. Similarly, Guest's overall satisfaction works as mediator between service quality and behavioural intentions of the guests who stayed in hotels. The model is tested empirically with the data from a survey conducted among 300 guests who stayed in Kodaikanal star hotels during the study period. Dis-proportionate stratified random sampling is used for the study. Guest's perceived value, overall satisfaction and behavioural intentions are evaluated in respect of six service quality dimensions namely tangibles, responsiveness, reliability, assurance, empathy and convenience. The three hypotheses establish the fact that service quality and behavioural intentions of the guests in the hotel industry are positively associated. Reliability service is found to be the best predictor in respect of perceived value; Assurance service is proved to be the best predictor in respect of Guests overall satisfaction and Empathy service is inferred to be the best predictor in respect of behavioural intentions.
SERVICE QUALITY AND GUESTS BEHAVIOURAL INTENTIONS: A STUDY IN THE KODAIKANAL STAR HOTELS
The purpose of this paper is to identify the best predictor among the dimensions of service quality in the Kodaikanal Star Hotels as perceived by the guests in terms of perceived value, guest’s overall satisfaction and behavioural intention. The study reviews a proposed model of service quality and its relationship with perceived value, guest’s satisfaction and behavioural intention. Service quality is positively related to perceived value and guest’s overall satisfaction. Similarly, Guest’s overall satisfaction works as mediator between service quality and behavioural intentions of the guests who stayed in hotels. The model is tested empirically with the data from a survey conducted among 300 guests who stayed in Kodaikanal star hotels during the study period. Dis-proportionate stratified random sampling is used for the study. Guest’s perceived value, overall satisfaction and behavioural intentions are evaluated in respect of six service quality dimensions namely tangibles, responsiveness, reliability, assurance, empathy and convenience. The three hypotheses establish the fact that service quality and behavioural intentions of the guests in the hotel industry are positively associated. Reliability service is found to be the best predictor in respect of perceived value; Assurance service is proved to be the best predictor in respect of Guests overall satisfaction and Empathy service is inferred to be the best predictor in respect of behavioural intentions.
Service quality and customer satisfaction: qualitative research implications for luxury hotels
Access to this document was granted through an Emerald subscription provided by emerald-srm:434808 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. Abstract Purpose-The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. Design/methodology/approach-The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests' incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest's cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion. Findings-The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy. Practical implications-These outcomes suggest that the empathetic services through a "purpose of visit"-oriented manner might enhance the guest's overall emotion positively. Originality/value-According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.
Determinants of Customer Experience for Luxury Hotels in Malaysia
International Journal of Academic Research in Business and Social Sciences
To meet the needs of an increasing number of people who want to take advantage of technology, the lodging industry has begun to offer a diverse range of customer experiences. Scholars have paid more attention to how customers feel about their hotel stays, which is not new. Through a PLS-SEM analysis, this paper shows the results of a survey that asked customers of four- and five-star hotels how they felt about the actions hotels took to improve their service quality. The study gives practitioner information about the most of factor service quality to influence the customer experience. The main goals are to find out the "service quality hotel" quality (Interaction quality, physical environment quality and outcome quality) practises and to see if there is a link on how customers feel about their stay. The results of this study supported the research hypotheses. Study showed that customers experience is most effected by the quality of interactions, followed by the physical environment’s quality, and outcomes quality at hotels, which provides them a significant experience of hedonic, economic, social and altruistic values. Implications, limitations, and possible directions for future research are also given. Keywords: Customer Experience, Interaction Quality, Physical Environment Quality, And Outcome Quality
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 2021
The purpose of this study is to test the determinants of service quality aspects of Reliability, Responsiveness, Assurance, Empathy and Tangibles on the satisfaction of hotel tourists in the Samosir area. This research test tool using the Structural Equation Modeling model. The results prove that the structural model Reliability to Costomer Satisfaction is significant, meaning that reliability has a significant effect on Costomer Satisfaction. Responsivenes structural model to Costomer Satisfaction is significant, meaning that responsiveness has a significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no signifi...
A Stydy of Guest's Expectation and Perception of Hotel Service Quality: Case of Khajuraho, India
Enlightening Tourism a Pathmaking Journal, 2013
Evaluation of customers' perception and satisfaction of service quality is widely acknowledged as being a favourable strategy in the hotel industry. In recent years, the hotels in India have encountered difficult times due to the increasing customer demands, and due to the strong internal industry competition development. However, the hospitality industry's main concern around the globe is to cater for its customer needs and their desires, which are mostly addressed through personal services. Present research paper aims to provide an assessment of service quality suggested by by empirically examining hotel guests' perception of process quality and outcome quality; and the relationships between the perceived service quality, customer satisfaction in the hotel industry of the study area. Therefore, the hotel businesses that are able to provide quality services to its ever demanding customers in a warm and efficient manner, are those businesses which will be more likely to obtain a long term competitive advantage over their rivals. The present paper will highlight the behaviour of the hotel guests from hospitality products and services in the study area. The study will be helpful in identification of GAP's in service delivery process and measures adopted to bridge those GAP's.
Perceived service quality and customer satisfaction: A study of mid-scale hotel industry in Mysuru
IP innovative publication pvt. ltd, 2019
The LODGSERV instrument has been used as an instrument for the estimation of hotel service quality (Knutson, Stevens, Wullaert, and Patton, 1990). This investigation focuses on the dimensionality of the LODGSERV instrument in its application to estimating the service quality of chosen mid-scale hotels located in Mysuru, by the tourists in Mysuru city, Karnataka. This investigation utilized the survey research method to collect data from the guests who have visited chosen mid-scale hotels. Data collected were analyzed by using statistical techniques such as descriptive analysis, correlation analysis and multiple regression analysis, besides Cronbach's alpha test for reliability. The study findings have huge implications for hotel managers and administration. This examination can likewise utilize as a tool by the hotel manager to recognise various dimensions of lodging service quality where changes are needed to enhance customers’ satisfaction.
2020
Sustainable development of hospitality industry in Malaysia has led numerous numbers of hotels, motels and other lodging accommodation to increase rapidly. It occurs due to the increment number of international and domestic tourist boarding in Malaysia. Owing to that, it is important for lodging provider to offer a good service quality because it will lead the guests feeling pleasant and satisfied during their stay. In return, it will increase the loyalty and high tendency of tourist to revisit or recommend to their friends. Researches have shown that service quality plays important elements in determining guest’s satisfaction. Guests are considered satisfied when they have the positive feeling throughout the process of evaluating the expectation and what they actually get. Due to the guest satisfaction mostly depended on the level of service quality and on how they are being treated during their stay at the lodging, it is crucial to search for a missing value in service quality tow...
Objective – The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique – The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty – The research supported by original data and contribute to the literature in the context of Indonesia.